وصف الوظيفة
Role Overview
Customer Service Supervisor at Cigna, a globally recognized healthcare organization with operations in over 30 countries and 180 million customers and patients worldwide. This role is based at Cigna Saudi Arabia, a branch of Cigna Worldwide Insurance Company and the first foreign company licensed by the Insurance Authority in KSA.
Company Overview
Cigna Healthcare is a global health service company dedicated to transforming healthcare. Ranked 13th on the Fortune 500 in 2025, Cigna operates in over 30 countries and serves more than 180 million customers and patients worldwide. Cigna Saudi Arabia is committed to delivering best-in-class health solutions aligned with Vision 2030. The organization is known for a culture built on trust, clear communication, and approachable leadership that supports work-life balance and meaningful work.
Role Purpose
Supervise the daily activities of a customer service team responding to and researching customer and member inquiries and issues. Provide direction and guidance on policies, procedures, workflows, customer service quality, and training needs while driving operational excellence and patient experience improvements.
Key Responsibilities
Team Leadership
- Lead and mentor the customer service team, fostering a culture of excellence, accountability, and continuous improvement.
- Develop training programs and resources to enhance team performance and service delivery.
Customer Experience Management
- Design and implement strategies to improve the overall patient experience, ensuring timely and effective resolution of inquiries and issues.
- Monitor customer feedback and service metrics, using insights to drive improvements in service quality.
Hospital Delegation
- Establish and maintain strong relationships with hospitals and healthcare providers to facilitate effective communication and collaboration.
- Act as a key liaison between Cigna and healthcare partners, ensuring alignment on patient care processes and standards.
Patient Journey Optimization
- Map and analyze the patient journey to identify areas for improvement and implement initiatives that enhance patient engagement and satisfaction.
- Collaborate with internal teams to streamline processes and eliminate barriers that affect patient experience.
Reporting and Analysis
- Prepare regular reports on customer service performance, patient satisfaction, and operational efficiency for senior management.
- Utilize data analytics to identify trends, opportunities, and challenges within customer service and patient interactions.
Compliance and Quality Assurance
- Ensure compliance with regulatory requirements, company policies, and industry best practices.
- Implement quality assurance measures to maintain high service standards and adherence to Cigna brand values.
Qualifications & Experience
- Bachelor's degree in Business Administration, Healthcare Management, or a related field; Master's degree is a plus.
- 5 to 10 years of experience in customer service management, preferably in the healthcare sector.
- Strong understanding of healthcare operations, patient experience, and hospital delegation processes.
Skills & Competencies
- Excellent leadership, communication, and interpersonal skills.
- Proficiency in data analysis and reporting tools.
- Ability to work collaboratively in a fast-paced environment and manage multiple priorities.
Additional Information
Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status, or any other characteristic protected by applicable equal employment opportunity laws.
If you require reasonable accommodation in completing the online application process, email SeeYourselfEMEA@cigna.com for support.